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About the Role

The Senior Director, Service Delivery & Quality is accountable for the delivery organization's service to its largest public-safety customer, owning service quality, release governance, problem management, and the associated teams.

Responsibilities

• Directly manage and develop the QA, support, release/program management, and business analysis functions.
• Build the QA function into an automation-first quality practice covering a ~20-application mission-critical portfolio.
• Grow the support function into a structured incident and problem management practice.
• Develop the BA team toward embedded product ownership within application teams.
• Build functions that run on documented process.
• Govern the published release train, operated day-to-day by a release conductor role.
• Own release gate policy, working with engineering/platform teams to ensure automated enforcement.
• Build and own the end-to-end problem management practice, including formal Problem Records for every Priority 1 and Major Incident.
• Deliver Root Cause Analysis reports within 5 business days of incident resolution.
• Enforce 30-day closure verification before problem records close.
• Establish and own the Known Error Database (KEDB).
• Define incident communication protocols with structured escalation paths.
• Chair the Monthly Stability Review with client leadership and lead the Quarterly Executive Briefing.
• Define and own the QA governance framework, including testing standards, validation coverage requirements, and defect management.
• Champion automation-first quality, utilizing characterization tests, contract tests, and pipeline-integrated validation.
• Own defect management governance, including triage, prioritization, SLA-aligned resolution, and shared client visibility.
• Jointly establish validation coverage targets with client stakeholders and hold delivery teams accountable.
• Own the organization’s delivery and service metrics program, including DORA metrics and ITSM measures.
• Lead the joint definition, baselining, and agreement of program KPIs with client leadership.
• Establish written-by-default reporting, with dashboards and written status artifacts replacing status meetings.
• Own the client-facing reporting dashboard.
• Maintain the Service Risk Register as a living document.
• Govern the service prioritization/tiering exercise with client leadership.
• Track and report modernization and remediation progress at the executive level.
• Govern adoption of shared ITSM tooling, providing the client real-time visibility into incidents, problems, changes, and defects.
• Serve as the single point of accountability for service quality, acting as the escalation point for unresolved quality or stability issues.
• Build trusted relationships with client operational and executive leadership, internal delivery teams, and engineering and platform leaders.
• Produce and present executive reporting at the monthly and quarterly governance cadence.

Requirements

• Director-level (or equivalent) experience in service delivery, service management, or delivery operations within a complex, mission-critical, multi-stakeholder environment.
• Experience running service governance within a modern CI/CD delivery model, including automated gates, pipeline-generated evidence, and trunk/train release models.
• Fluency in DORA metrics alongside ITIL measures.
• Demonstrated experience building functions from scratch or near-scratch.
• Deep expertise in incident, problem, and change management.
• Line-management experience across mixed functions (QA, support, PM/BA).
• Executive stakeholder capability, including presence, communication, and judgment to operate credibly with senior client leadership.
• Strong analytical capability to build and utilize a metrics program.
• A writing-first operating style with documented decisions and artifacts over meetings.
• Prior experience with AI, or readiness to learn and utilize AI tools for job-related tasks.
• Public-sector or public-safety client experience is desirable.
• Experience in managed service environments with direct client accountability is desirable.
• Experience during a legacy modernization or platform consolidation program is desirable.
• Proficiency with ServiceNow, Jira, TestRail, and executive reporting tooling is desirable.

Skills

• Service Delivery
• Service Quality
• Release Governance
• Problem Management
• QA Management
• Support Management
• Release Management
• Program Management
• Business Analysis
• Automation-first Quality
• Incident Management
• Known Error Database (KEDB)
• DORA Metrics
• ITIL
• CI/CD
• Risk Management
• Stakeholder Management
• AI Tools

Location

• New York City area

Work Type

• Hybrid Workplace
• Onsite (minimum 3 days per week)

Experience Level

• Senior Director-level

Salary/Compensations

• $190,000 - $210,000 annually

About the Company

• SoundThinking follows a hybrid schedule for employees who live equal to or less than 50 miles from one of our office locations, which include Fremont, CA, Tucson, AZ, Washington, D.C., Orlando, Florida, or Iselin, NJ.
• SoundThinking maintains a drug-free workplace policy.

Equal Opportunity

• SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
• In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
• SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
• Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge.
• If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at careers@soundthinking.com for assistance.